Customer Experience Team Manager

Responsibilities

• Lead and motivate a team of 15 customer experience agents to achieve business KPIs and service levels
• Provide continuous coaching, mentoring, and performance evaluations to team members
• Identify performance gaps and implement effective action plans to drive improvement
• Monitor real-time traffic and service levels, taking immediate action to address discrepancies
• Supervise quality assurance processes and assist with staff training to ensure high service standards
• Manage team attendance, document infractions, and implement corrective actions
• Participate in recruitment activities, including screening and interviewing candidates
• Assist with staffing alignment and coverage planning
• Act as a backup for the Operations Manager when required

Requirements

• Minimum 2 years of experience in a team lead role within a contact center environment
• Excellent verbal and written English communication skills
• Proven experience in hiring, training, coaching, and people management
• Proficiency in Microsoft Office (Word, Excel, and PowerPoint)
• Ability to work shifting schedules
• Strong analytical skills to evaluate and improve center efficiency and processes
• Excellent interpersonal skills with the ability to build partnerships across departments
• Ability to manage multiple projects and timelines effectively

About the Company

Agoda is a leading global travel platform that connects people to destinations and experiences worldwide. Part of Booking Holdings, Agoda leverages data and technology to provide seamless travel solutions across millions of hotels, flights, and holiday properties. Our diverse team of over 7,000 people works together to bridge the world through travel.